Sunbury (Kempton Park) hotel

The location was perfect for us and the parking was great the bedroom was clean and bed was amazing..being vegan we were very impressed by the cooked breakfast menu just a little disappointed for the evening meal as only one vegan option overall we were very happy with our stay and will definitely be back as good price too

We stayed here for two night whilst visiting Thorpe Park. The hotel in my opinion looks very tired and could so with an update. It was self check-in and check-out and there were no staff to be found in the check-in area. The room wasn’t what I expected, seemed a lot smaller than the one on the photograph when I booked and the desk was inaccessible because of a put up bed which was placed in front of it. The room definitely needed a lick of paint. However the bed was comfy and the bedding very clean. The put up bed was also comfy. The shower pressure was very low, but adequate. I stayed with my teenage daughter and her friend and it was okay, but we wouldn’t rush back. We ate in the hotel on the first evening and the food was good and the staff lovely and welcoming. If we visited Thorpe Park again I would choose a different hotel. I pre booked parking and I would definitely not recommend the car park if you have a large car /suv, it was very tight with minimal room for manoeuvring.

We arrived at 7.25 pm we waited for 10 minutes after we had been shown to our table to order our drinks and food. We waited for 35 minutes for our coke and a J2O, our starters arrived 45 minutes after we placed our order and they were lukewarm warm. We then waited another 40 minutes for our main courses which were stone cold when we ordered a mixed grill we asked for the upgraded 8oz Steak which was not served, this was not a problem as we asked the duty manager to take the cold food away as we were not going to eat it, he promptly walked away seeing totally oblivious of our complaint. After waiting a further 10 minutes for him or any other member of staff to come back to us …….. when we asked a member of staff where the manager had gone we were asked to wait as he was now checking guests in at reception!! When the duty manager appeared all he wanted to do was get us to pay for the cold starter and drinks so he could close our tab! No apology, no attempt to see if we would like to be served our meals hot - haha TERRIBLE NEVER EATING IN A THYME Restaurant

Literally all of the staff at this place are great..! Diana Jean and Agrela were on tonight and were so helpful and attentive… but the previous night the lady on reception was incredible; she helped us out even though we were late for dinner after a difficult journey and let us phone our order through, it was ready when we got there… honestly… The hotel itself is fine (our aircon worked great in a heatwave!) but the staff made it absolutely brilliant.

This has been an extremely disappointing experience at Premier Inn Sunbury (Kempton Park). The main and very serious problem during our stay has been the air conditioning not working. We booked our stay for a week, expecting a comfortable room, but since arriving on Tuesday we have had to deal with an extremely hot room and a situation that the hotel has failed to properly resolve. On our first night, we realised that the air conditioning was not working. We reported it to reception the following morning. We were told that there was a problem with the air conditioning and that an engineer was going to come and fix it. Instead of actually resolving the problem, we were moved to another room because our original room was too hot. We thought this would solve the problem, but unfortunately the air conditioning in the second room was also not working. The second room was just as hot and uncomfortable. We went back to reception again and explained the situation. We were also very concerned because my daughter has asthma, and staying in an extremely hot room for several nights is particularly worrying for us. What has made the experience even worse is the way we have been dealt with as customers. Rather than finding a proper solution, we were essentially told that the hotel was fully booked and there was nothing they could do. When we tried to make a formal complaint, we were told that we needed to do it through a different website. We have tried repeatedly to resolve this politely with the hotel, but we feel that we have not been properly listened to or helped. Moving us from one room with broken air conditioning into another room with the same problem does not solve the issue. It simply moves the problem from one room to another. We also found that other guests have reported similar problems with this hotel, which makes us even more concerned that this may not be an isolated incident. We paid to stay here for a week, not to spend the week trying to find a way to escape the heat or repeatedly explain the same problem to reception. Problems can happen in any hotel. What matters is how the hotel responds when something goes wrong. Unfortunately, in our experience, the response has been extremely disappointing. We expected much better from Premier Inn. We wanted a comfortable room and reasonable customer service. Instead, we have spent a significant part of our stay dealing with a problem that should have been properly addressed from the beginning. Very disappointing customer service and a very uncomfortable stay. I would not recommend this hotel based on our experience.